Doggo-Depot reserves the right to update the rules when necessary, & the updated version will be published on www.doggo-depot.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the services provided by Doba immediately. All buyers or suppliers are deemed to accept the rules if they are using the services provided by Doba. Suppliers would publish their own Return & Refund Policy on the product detail page. Doba's policy shall prevail in case of conflict with supplier's policy.
For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date (except several suppliers whose after-sales period was agreed on by Doba). If the period of Return & Refund request filed exceeds the timeline, the supplier reserves the right not to provide any after-sales service.
Before an order is shipped out, the buyer has the right to apply to cancel the order by clicking the "request refund" button in the Doba buyer center or by contacting Doba customer service to cancel the order. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.
If the supplier cannot fulfill the buyer's order within the order processing time indicated on Doba's product page, under the condition, but not limited to no stock or other conditions, the supplier has the right to cancel & refund the order.
If the buyer receives goods damaged or broken & applies for a refund with compelling evidence, & the goods need to be returned, the supplier has the responsibility to offer the buyer a prepaid return label within 3 business days to return damaged/broken goods. The supplier shall refund the buyer when the return shows as "in transit" on the logistic website with the supplier's provided prepaid return label.
Doba shall not require the supplier to accept an after-sale request for "non-defective remorse returns". The supplier has the right to accept or reject the request as the policy shows on the Doba product page. Doba will abide by the supplier's policy under this condition.
If supplier accepts the after-sale request for the reason type of "non-defective remorse returns", & is required to deduct a "restocking & repacking fee" under Doba's policy restriction, then the "restocking & repacking fee" deducted in total from the supplier, shall not exceed 35% of the total order price.
Doba shall not require suppliers to warranty products or the way they are handled.
Doba shall restrict the refund time & redelivery time under the condition, included but not limited to the order. Should there be a refund or redelivery based on the supplier's policy or Doba's policy, the refund between supplier, Doba, & buyer must not be more than 3 business days. Redelivery must not be more than 5 business days.
Once the buyer submits the after-sales request, the buyer needs to provide evidence (as the clause states below) to the supplier or Doba. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated, the supplier &/or Doba has the right to reject the return & refund request.
Whether the evidence is compelling or not will ultimately be determined by Doba.
Under Various Circumstances:
The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
| Return & Refund Type | Doba Rules | ||
| For Unshipped Orders | The Return & Refund request is made after the stated processing time. | Doba will refund the order. | |
| The Return & Refund request is made within the stated processing time. | The supplier has 3 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 3 business days, Doba will refund the order Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above. | ||
| For Shipped Orders | The Return & Refund request is made after the order has shipped. | The supplier has 10 business days to process the request after the buyer submits it. If the supplier fails to process (accept or reject) the refund request within 10 business days, Doba will refund the order. | |
If the package is sent back to the supplier during transit for any reason, & the buyer applies for a refund, the supplier should produce the refund within 3 business days of the refund request. Under the same cases, if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the requested date.
If the package/goods are destroyed in transit, & the buyer has proof from the logistics website, such as but not limited to, a screenshot from the logistics website, the supplier should refund the order within 3 business days of buyer's refund request. Redelivery shall take place within 5 business days of the request.
If the buyer puts the wrong address information on an order, the buyer should contact the supplier via "Contact Seller" or contact Doba customer service to request the supplier update the order with the correct address information.
Please note the address information corrections & order cancellations are not guaranteed.
If the order has already been shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong address, the buyer can attempt to send back the products at his/her expense. If the products are returned in good condition, the supplier shall refund the order within 3 business days of the buyer’s refund request. Redelivery shall be within 5 business days of receiving the products. Please note that the buyer will be charged the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong products or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of products received that show the problem clearly). After the buyer files a request through Doba, the supplier should check the proof & give a response within 3 business days.
If the proof checked by the supplier is not showing the problem clearly &/or the proof checked by Doba is not showing the problem clearly, the proof is invalid, & the supplier/Doba has the right to reject the buyer's refund request.
The proof checking time shall not last more than 3 business days if the buyer's proof clearly shows a problem after being checked by the supplier/Doba. If the products need to be returned to get a refund, the supplier shall provide the buyer with a prepaid return label within 3 business days of proof approval, & refund the order when the return shows "in transit" on the logistics website. The buyer shall have the product with a shipping carrier within 3 business day of receiving the return label. If the products don't need to be returned, the supplier shall refund the order within 3 business days of the refund request.
If the proof is valid, & the buyer requests redelivery, the supplier should have the products sent out within 5 business days of the valid proof approval. Please note suppliers have the right to refund the order if the redelivery products have no stock left, or if the buyer reorders the product when they are restocked.
If there is invalid tracking information, Doba verifies the tracking number is wrong, & the supplier fails to provide the correct one within 4 business days, Doba will refund the order.
If there are untimely tracking information updates such as but not limited to, no update of the tracking information for more than 7 business days after the label was created/showing on the logistic website, & the buyer applies for a refund, Doba requires the supplier to provide the refund for the order within 3 business days of the buyer's request.
Note: this clause is not applicable for special time/periods such as but not limited to, holidays, covid-19, abnormal weather, or other abnormal situations.
If there is a shipping period that takes too-long such as but not limited to, the transit time exceeds the estimated delivery time by 10 days or more & the supplier fails to provide any valid tracking updates, the buyer may apply for a refund. Doba requires the supplier to refund the order within 3 business days of the buyer's request.
Note: this clause is not applicable for special time/periods such as but not limited to, holidays, covid-19, abnormal weather, or other abnormal situations.
When encountering holidays, covid-19, abnormal weather, or other abnormal situations, the buyer shall contact the supplier through the "Contact Us" page. Then the supplier shall contact Doba about the order to solve any logistics issues.
Doba will try its best to assist in these special circumstances in a timely manner. After notifying Doba, a decision on these types of issues shall be made no later than 2 weeks.
If buyers are unsatisfied with the solution of the order after-sale issues, buyers have the responsibility to open a dispute with Doba to help deal with the after-sale issues.
